CCEN GOMBA 5.5: Net Promoter Score by Learning Innovation Lab

2022-12-28 21:26:53 UTC

I think the top 3 reasons why people might recommend my company are:
1- German Engineering
2- Quality of the product
3- Customer Service

- Waleed

2023-01-07 08:56:50 UTC

In my view it would be:
- Very high service level
- High quality
- Good educational materials to train on the use of our products

Borja

2023-01-08 17:48:36 UTC

Management Consulting Firm
+ Expertise: consultants bring a level of expertise and knowledge to a project that may not be available in-house.
+ Objectivity: because they are an outside party, they bring a level of objectivity to a project.
+ Results: a track record of delivering results

- Anubhav

Telco provider

2023-01-08 18:36:05 UTC

1. Quality of service (reliability, coverage, bandwidth)
2. Best user experience
3. Spectrum of products

-Niru-

2023-01-09 17:40:41 UTC

Customer experience
Quality of offering (product or service or both)
Value perceived by the client

-Gaurav

R&D centre (academia-industry)

2023-01-10 11:33:48 UTC

Using an informed 'guess-timation', I think our NPS could be around 15-20 for our research Centre.

+ Access to multiple disciplines of expertise and research infrastructure
+ Project management resouces available to support industry partner
+ Lowers the industry investment on higher-risk R&D via co-funding model

- Timescales are different between industry and academia which leads to conflicts (Industry: projects typically of 6-18mts resouced by qualified engineers and scientists; Academia: project typically framed as 4-yr PhD-resouced projects supervised by senior academics and professors)
- Differences in core focus and drivers can cause expectation issues. For example, industry thinks more in terms of business KPIs (e.g. Return on Investment); academia additionally thinks in terms academic publications, training and development of talent and graduates (which industry partners care less about).

Niall

3 Reasons Why - Consulting

2023-01-10 16:11:10 UTC

Why
1. Personal touch / friendly manner
2. Quality of work delivered
3. Reliablility to deliver punctually and to met scope

why they recommend

2023-01-13 16:27:19 UTC

-very good reputation (reliable)
-in the country since 1972 through all crises
-immediate after-sales service

@stefan P

2023-01-14 16:12:54 UTC

-Brand value
-High product quality
-Accessibility
Ipek

2023-01-16 11:44:29 UTC

Automotive supplier

Worldwide footprint.
R&D organization.
Investment capacity.

Diego De la Fuente.

Technology Service Provider

2023-01-17 12:04:00 UTC

The top 3 reasons why customer might recommend our products and services:
- Product quality
- Customer experience/ Customer service (e.g. aftersales support)
- Flexible/Agile approach in delivery
Hakim

nedlin — 2023-01-17 14:37:51 UTC

I am pretty sure that my current employer will not care about NPS. That comes from the nature of the industry, as our customer base is comparatively small. We only need to server well our whale customers, instead of thousands of tiny fishes.
But the company I choose for case study, which should have a rather high NPS, as word-of-mouth is the key metric to expand its business in the IT service domain.

Reebok

2023-01-17 16:49:57 UTC

+ The brand
+ The value (The prices are slightly lower than nike and adidas in general, but the products don't perform less)
+ Good designs and comfortable products

- Shaofang

2023-01-19 05:07:07 UTC

Why they recommend
· Brand

· Product quality

· User experience
Irene W.

An R&D organisation

2023-01-19 19:43:04 UTC

3 reasone why customers could recommend a R&D function

- State of the Art Innovation
- Reliable Service and consultation
- Scarcity of service provided

An R&D organisation

2023-01-19 19:43:36 UTC

3 reasone why customers could recommend a R&D function

- State of the Art Innovation
- Reliable Service and consultation
- Scarcity of service provided

CSteiger

2023-01-20 03:53:12 UTC

Why they recommend when:
- Customer get what they want when they want paying what they believe is fair at the right quality.

Why they don't recommend when:
- Quality is below expectation, when customer is promised one thing and this is not delivery, customer service/after sale service not there, hidden fees and surprises.

Klaus Bernauer

2023-01-20 06:06:42 UTC

Recommend
- Global Footprint
- High-quality standard
- Market leader

Not Recommend
- Slow in taking decisions
- Rigid organization
- Too expensive

Daniele Suman

2023-01-21 01:25:11 UTC

Top 3 reasons why people recommend your business?

1- Knowledgeable Sales person (Expert and Consultant)

2- Product Quality and reliability

3- Customer Service

Asif Sardar

What are the top 3 reasons why people recommend or do not recommend your business? (Insurance company)

2023-01-21 11:22:05 UTC

Recommend:
- Large company with secure capital structure (claims or life insurance can be paid out).
- Company is internationally known so it at least makes it into the selection
- Due to the size of the company, a lot of expertise is available and can be accessed.

Not recommend:
- Kind of a typical corporation after all and less personal than perhaps smaller providers
- relatively expensive products
- complicated company processes can lead to customer dissatisfaction

2023-01-21 16:47:42 UTC

WHY THEY RECOMMEND
- Excellent performance results from the product
- Great experience through their buying Journey and after sales support.
- Feeling that they deal with a knowledgeable, genuinely caring and competent team
- Having the company at the top of their mind due to frequent interactions e.g. through maintenance and update communications

WHY THEY WILL NOT RECOMMEND
- Poor customer service
- Awful experience with the product that was not rectified or poorly rectified

Lucy Wanjiku

2023-01-22 12:51:28 UTC

+ friendly customer support
+ always up to legal changes
+ not changing much in the past years

- not changing much in the past years
- delayed on software changes
- no innovation

Ralph

Consulting firm

2023-01-22 13:51:33 UTC

+ Create real value through their expertise
+ Dedicated advisors
+ resources to execute large scale digital transformation

- no complete assurance on advisor team quality
- projects are long
- very expensive

Christian C.

What are the top 3 reasons why people recommend or do not recommend your business?

2023-01-22 14:33:42 UTC

1. Quality of our brand / machines.
2. Focus on customer needs
3. Good sales team

Marius Köberlein

ADM

2023-01-22 16:07:55 UTC

recommend:
counterparty safety
reliable supplier
global footprint

not recommend:
not very agile
expensive
slow in responses

Airbus Helicopters

2023-01-22 19:41:23 UTC

+ Safety & Reliability
+ Performance
+ Worldwide Support Network

- Sometimes long wait for spare parts
- High maintenance burden on some aircraft models
- Some requested changes take long to implement

George

2023-01-22 20:11:45 UTC

Essential Products (Tissue & Detergent)
Why they recommend:
Competitive prices
Stable Quality
Fast deliveries

Why do they not recommend
Lack of innovation/ IoT
Specialization in certain professional SKUs
Need customer development plan, not only sales.

Themis

Inorganic Color Pigments

2023-01-22 22:19:46 UTC

Top 3 reasons to recommend:
1. Product Quality
2. Joint product development
3. Customer/technical service

Not recommend:
1. Price
2. Capacity
3. Delivery time/location

- Joel Winnike

NPO

2023-01-23 11:45:56 UTC

1. Transparency/Accountability: People want to be sure that their donations are being used properly. People expect transparency and accountability from a charity non-profit organization.

2. Focus/Mission: People want to support charities that are focused on a specific mission or cause that they are passionate about.
3. Impact: People want to donate to charities that will have an impact and make a difference. People want to feel like their contributions are making a difference in the world.

Clean air solution for automotive

2023-01-23 21:21:10 UTC

+ Aligned priorities (healthy air)
+ Quality of deliverable
+ Collaboration, how we communicate and work with clients

- Cost of development
- cost of product
- Quality evidence
- Size of company (financial risks)

Clinical trials

2023-01-24 20:30:44 UTC

Recommend:
- communication
- customer problem solving
- quality

Not recommend:
- operational issues
- personal dislike
- long time of response

UBC STAR

2023-01-25 04:45:31 UTC

Why they recommend:
-We deliver high quality customer service and support above and beyond other support units/teams.
-The training/connections/partnering/overall support we offer is of high quality and leads to results and improvements.
-We are easy to access and engage with, we are detangled from the big slow bureaucratic cog.

Why they do not recommend:
-We might be a little too honest and candid, sometimes researchers just want the support team to agree with them regardless or whether they are right or wrong, we don't do that
-We are a bit demanding in what we ask of our customers, we expect quality work if we are to put our name on the project as a support mechanism, that can be a bit much to some customers.

Patrick

IT infrastructure

2023-01-26 14:29:08 UTC

Why they recommend
- Reliability
- Brand image
- Product matrix (many products — very flexible and customisable)

Why they don't recommend
- Product matrix (many products — require special knowledge to set up the system)

Kamila Shin

:

2023-01-28 07:44:09 UTC

Recommending:
Quality of product (Dutch)
Customer service
Technical support

Not recommending:
Waiting time
Lengthy process to get things signed (like contracts)

Justina G

Online Travel Agency

2023-01-29 17:26:23 UTC

-Ease of use
-Flexible cancellation options
-Variety of payment methods accepted

ESMT's promoters and detractors

2023-01-29 19:52:34 UTC

Why people recommend ESMT:
1. Individualized attention they received
2. Effectiveness of products for realizing their career goals
3. Network of people they were able to build while studying

Why people don't recommend ESMT:
1. Products not customizable
2. Operational/technical problems that led to a less-than-smooth customer experience
3. No free coffee (we get this feedback all the time)

Consulting company

2023-01-29 21:25:51 UTC

Promoters
1. People who received good service for their business problem
2. Great understanding/attention with proactive communication
3. Assured deadline met
Detractors
1. Bad communication
2. Low quality of service
3. Timeline is not as per expectation

2023-02-02 20:48:54 UTC

Consultancy company:

Promoters:

- The relationship with the consultants;

- The depth of the insights provided;

- To deliver on what was promised;

Detractors:

- Delay on projects;

- Not meet the quality requirements of the project;

- Douglas

Tourism

2023-02-08 19:48:53 UTC

- High quality of service
- Flexibility of the conditions
- Familiarity of the offer with customer requests,

Banking Industry

2023-02-09 12:26:31 UTC

Promoters
1. Quick turnaround time for services offered
2. Excellent and friendly customer service and experience.
3. Transparency in doing business

Detractors
1. Above market average for bank charges
2. Low branch network
3. Non-customizable products

NPS 6.9
Antony Nyangaresi

Banking

2023-02-23 21:12:34 UTC

Top 3 pros:
-good quality service
-attention and empathy
-solutions provided to problems

Top 3 cons:
-Poor quality service
-no feedback
-customer feels undesired

Martine EDAKEDI

2023-03-25 08:23:50 UTC

Chemicals

Will recommend due to quality, response, solutions providing, availability.
Will not recommend due to delayed deliveries against competition, pricing.